Staff story – Going over and above
Early in 2011 Mr. X stopped paying his monthly premiums on his life insurance policy. Zurich sent a series of standard letters highlighting this situation to Mr. X’s P.O. Box address in Riyadh, Saudi Arabia. One of these standard reminder letters got returned with a brief note from Mr. X’s employer, explaining that he had died.
Recognizing this as an unusual situation, Zurich’s claim staff looked into the case. The beneficiary of Mr. X’s life insurance policy was his mother, who at this time was 67 years old – and they took it upon themselves to track her down so that she could be paid her son’s life insurance policy proceeds.
The original paperwork showed there was only one way to reach Mr. X and that was through his employers address in Riyadh, which they already knew was not a suitable channel.
Determined to find the mother, Zurich’s claim staff tracked down the Mr. X’s employer’s company registration in Saudi Arabia and obtained some phone numbers. They called the numbers and after speaking to many wrong people, they finally got through to the correct person in Human Resources (HR). The HR Manager gave Zurich staff the details of Mr. X’s brother who was then living in Singapore. The brother was contacted by email, he helped with the paperwork, and the claim was settled a little while later.